Hi Deepthi, when workflow statuses are created they are assigned to one of three work buckets - To Do, In Progress, Done. To Do are blue, In Progress yellow and Done are green. In theory you could recreate the statuses and change them to a different status colour but you'll need to create a new status with a similar name or delete the old one, create the new status with the new colour and then bulk change them (not recommended).
What I would recommend is that you set up a queue based on the call status and encourage your agents to priortise the tickets using the priority field (if enabled) so you can see which of the calls of the same status are most important or prioritise by time lapsed already.
Hope this helps
Hello, Community! My name is Gosia and I'm a Product Manager on Jira Server and Data Center here at Atlassian. Since 2002 when we launched our public issue tracker, jira.atlass...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs